We have published our Annual Report for 2019. The Report sets out:

  • The number and outcomes of complaints we received and closed
  • Examples of the complaints students make to us
  • Trends and common themes in complaints and how we share learning
  • How we work with others in the higher education sector
  • Information about developments in our organisation over the year.

We are acutely aware that we are publishing our Report at a time when students and the sector are profoundly affected by the coronavirus situation. But we hope that the insight into our work that we share in the Report will be useful even in these difficult times.

We thought it might also be helpful to give you some information about what we are doing and how we are adapting our approach to our work in this context. We have adopted a very flexible approach to allow for the major challenges everyone is facing. We are keeping fairness for students at the heart of what we do but recognising that what providers can reasonably be expected to do, and what students can reasonably expect, will be different in these unprecedented circumstances and may continue to change as the situation evolves. We are liaising closely with sector organisations and governments and we will contribute to the overall sector response as it emerges, and to relevant sector developments. We are continuing to engage with and listen to providers, students and their representative bodies and sector organisations, encouraging mutual understanding and cooperation, and we are inviting people to talk to us if they have any concerns. We have published information relating to the coronavirus situation, including more information about our approach, on our website.

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